Video Mystery Shopping
Video Mystery Shopping is one of the most powerful ways to experience the reality of your customer journey. Using discreet video technology, organisations can see exactly what customers experience during real interactions with frontline teams.
This type of mystery shopping enables organisations to:
✅ Staff behaviours (using BMS®) against brand standards
✅ Monitor sales processes and compliance
✅ Identify coaching and training opportunities
✅ Improve consistency across locations
Video mystery shopping provides clear, evidence-based insight that helps businesses improve customer experience, sales conversion and employee performance.
Face to Face Behaviours
All Video Mystery Shopping programmes can incorporate the award-winning Behavioural Measurement Score®(BMS®) research methodology, which measure the 6 key face-to-face behaviours that impact most on the customer experience. bms® has been recognised by over 100 retail, automotive and hospitality brands as the science behind great customer service.
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"PiP is a really efficient partner to work with. Their video mystery shoppers are very high calibre and the detailed output is brilliant! They are dedicated to delivering a quality service.”
Guy Smithyman, Sales Excellence Specialist
“You are the best in my opinion. Once you see how valuable video is and how BMS® is such a positive coaching tool, you'll never want to go back to the traditional questionnaire mystery shop!”
Amanda Nutbrown, Customer Experience Team
Once the mystery shop assessment is quality-controlled and scored by our team of evaluators at PiP HQ, it is provided to the client online via our reporting platform, ‘Vision’. Vision hosts an extensive range of engaging tools and insights including:
✅ Custom client-branded infinity dashboard
✅ Interactive dashboard tiles and reporting
✅ Drill-down analysis and dynamic reporting suite
✅ Bespoke dashboards based on hierarchy/access level
✅ Self-assessment and action-planning tools
✅ Custom library of resources and support items
✅ Individual evaluation score impact assessments and ‘improvement areas’
And so much more…!
PiP’s in-house CX Lab is an incredibly powerful and valuable service to the organisation and their clients. The CX Lab team analyse and provide detailed bespoke insights into every single element of the customer experience, utilising millions of data points from 800+ annual mystery shopping programmes.
The CX Lab produce an extensive range of value-added insights in multi-media formats including video and audio compilations, benchmark reporting, behavioural analysis, bespoke reports, industry reports, and so much more...
Training & Coaching
Equip your people for a successful mystery shop programme
PiP provides a range of specially designed engaging and interactive training and coaching workshops (e-Learning, virtual and face-to-face) proven to make real changes in customer-facing and managerial team members that will...
✅ Get your people in a positive mindset and excited about mystery shopping!
✅ Enhance the behaviours of customer-facing staff to provide excellent customer experiences, every time!
✅ Equip your sales staff with confidence-building techniques that will boost sales!
✅ Provide effective coaching techniques for your managers that will make real positive team changes!